EXL—Manager WFM Dialer

Job description

Description: - Responsible for daily management of the phone system including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center - This role will also be providing compliance guidance when running outbound campaigns - Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals - Ensure adequate staffing levels and minimize organizational risks. - Perform daily uploads, downloads, and importing - Ensure and document outbound dialer activity - Analyze dialer-output data to identify potential problems and issues - Run payment report regularly - Create and update dialing campaigns filter, list strategies, and reports - Monitor and adjust the performance of the dialer systems - Responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management - Responsible for team member schedules to endure all intervals during business hours are staffed to support expected call volumes - Configuration of new campaigns: creation, user profiles, worksheets, etc - Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, FDCPA, other Federal Laws, California Privacy Act, etc. - Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS